Smart Furniture Customer Service Team

Sign Seen at the End of the Universe

2011-07-07T14:59:00.001-07:00

Explains a lot, doesn't it?

America's Top 5 Fireworks Displays

2011-07-05T07:11:00.000-07:00

These are the Top 5- 4th of July Fireworks Displays in all of the country. Here's some pics and highlights on these top shows. If you were lucky enough to attend on of these- we envy you! Regardless of where you were, we hope you had an amazing 4th of July!

Top 5 Fireworks Displays

Source: AOL Travel

chriscarder, flickr

Fourth of July Fireworks should be larger than life. As Independence Day rounds the corner for the 235th time, we decided to take a look at the biggest pyrotechnic celebrations across the U.S.

Though some familiar names top the list of biggest firework displays – New York and Atlantic City's shows have been around for years and attract millions of visitors – there are also a few impressive but lesser known shows in more out-of-the-way locations.

Fireworks are to be taken seriously and the rankings below are the result of a highly scientific statistical analysis utilizing both publicly available data and the measurements of some of the nations great pyrotechnicians.

The calculation wound up looking something like this: (Attendance/2,000,000)5 + (Cost/2,500,000)5 + (Amount of Explosive Material/75,000)5 + (Length of show/46)5)/20 x 100 = Percentage awesome.

Of course values were not available for every category. When asked the number of fireworks used for his show, Philip Butler, producer of Atlantic City's extravaganza, said: "You wouldn't ask Michelangelo how buckets of paint he used on the Sistine Chapel, would you?" So some expert judgment was exercised along with 8th grade math.

1. Macy's Firework Spectacular - New York, NY

1987porsche944, flickr

SCORE: 92

Macy's annual firework show over the Hudson River regularly attracts around 2 million people, but vantage points are scattered all over the West Side and New Jersey so the crowd doesn't get too thick. The 26-minute show, which sets off approximately 75,000 pounds of fireworks, begins between 9 p.m. and 9:20. 23rd-59th Street along the West Side highway will be closed to traffic beginning at 4 p.m., so head over and nab a seat early – they fill up fast.

2. Atlantic City Firework Spectacular - Atlantic City, NJ

stevenmaciejewski, flickr

SCORE: 90

Atlantic City's show has two parts, making it one of the longest in the country. The first 22-minute show over the Marina is followed by a 24-minute display along the beach and boardwalk. With 200,000 attendees, it's important to get to the beach early to claim a spot. And, those from out of town should make those reservations fast – the city will be jam-packed this weekend.

3. Kaboom Town! - Addison, TX

heroiclife, flickr

SCORE: 86.7

Addison's 30-minute show is a three-decade old tradition that attracts a good 500,000 viewers. The fireworks can be seen from anywhere in Addison, including the city's 170 restaurants, which broadcast the show. The show itself takes place in Addison Circle Park and begins with an air show by the Addison Airport. Parking spaces, however, may be impossible to find – the best way to go is to park in a nearby town and walk.

4. Boston Pops Firework Spectacular - Boston, MA

jiangning, flickr

SCORE: 82

Boston's show is easily one of the most well known, and, at $2.5 million for the entire show, one of the most expensive. Over 20,000 pounds of fireworks are set off during the 21-minute spectacle as 500,000 revelers "ohh" and "ahh." The fireworks are shot over the Charles River, so both Harvard and Longfellow bridges offer unobstructed views. The riverbank tends to get crowded, so bring a blanket and stake out a spot early.

5. A Capitol Fourth - Washington, D.C.

dan-lem2001, flickr

SCORE: 80

The 20-minute show on the National Mall shoots 66,000 pounds of fireworks for its 500,000 visitors. The fireworks begin after 9 p.m., following a parade, and are set to a soundtrack by The National Symphony Orchestra. To sit on the Mall, be prepared to go through a security checkpoint where all bags and coolers are examined. It's worth it, though – the base of the Lincoln Memorial is a beautiful place to watch the show.

No Parking Allowed...Beware of Creepy Clowns

2011-06-24T13:50:00.001-07:00

FUNNY THINGS HEARD 'ROUND THE SF OFFICE

2011-06-24T13:40:00.000-07:00

Is what I'm looking for where I think it is? Ummm.....Yes?
I want biscuits and butt rubs! -canine thoughts from Kona, our office dog.
I wonder if it's a company requirement that all UPS deliveryman have to look good in brown shorts?
"I am not going to die in the men's room surrounded by 20 of you people!" -comment made by a staff member as we were discussing where to go for safety should a tornado touch down during the recent storms

The REAL Mad Men of Design

2011-06-09T13:13:00.001-07:00

(From l to r): George Nelson, Edward Wormley, Eero Saarinen, Harry Bertoia, Charles Eames and Jens Risom. Playboy Magazine, July 1961.

For fans of Mid-Centry Modern Design, this classic image above from Playboy, July 1961 is like the Holy Grail. Design masters & fellow peers in their prime, beautifully captured in a time that was aesthetically crisp, uncluttered and innovative.

The World's Coolest Home Office...Make Yours Too

2011-05-26T11:00:00.000-07:00

If you need inspiration for design, this should help. This is one of the coolest home office setups I've seen. This is a glorious fusion of Victorian wood, 19th century organ parts, computers, creativity, and a whole lot of free time.

Yes, that is his webcam...get out.

And USB Jump Drive?!...I know right.

The proud owner and his workstation.

Now, although we can't ship you one of these- we do have a load of incredible products to help you create your office or workspace into something a little more pleasing. Our designers can also do a custom layout and offer guidance for you at anytime. Check out our newest secret, yes it's true- enter Smart Office here.

Fun Stuff for Friday - 10 Work Excuses for Mondays

2011-05-20T12:12:00.000-07:00

1. When I got up this morning I accidentally took two Ex-Lax in addition to my Prozac. I can't get off the john but I feel good about it.
2. The voices told me to clean all the guns today.
3. I threw my back out bowling.
4. My stigmata is acting up again.
5. I will be stalking my previous boss who fired for not showing up for work.
6. I am stuck in the blood pressure machine down at the local pharmacy.
7. Yes, I seem to have contracted some attention-deficit disorder and..hey, how about those Dodgers, huh? So I won’t be able to..yes, could I help you? No, no, I'll be sticking with Sprint but thanks for calling!
8. I just found out that I was switched at birth. Legally, I shouldn't come to work knowing my employee records may now contain false information.
9. I prefer to remain an enigma.
10. The dog ate my car keys. We're going to hitchhike to the vet.

Herman Miller At-a-Glance Chair Comparison Chart

2011-05-17T14:17:00.001-07:00

We Are So Proud of Our Latest and Greatest CSR - Adam Litchfield

2011-05-11T09:50:00.000-07:00

Don't ever let Adam Litchfield get away --- He is the best in customer sevice -- I have worked in the industry for many years and WON'T say how many -- but he is definately a keeper -- I will be a return customer just from my experience yesterday morning - Thanks again for all your excellent help

-Steve V. Key West FL

Excellent Job Adam - Well Done!

Customer Service Fails...(Things We Try to Avoid)

2011-05-04T14:47:00.000-07:00

Here are things we try to avoid at Smart Furniture. Maybe you can identify with some of these. The following images inspire us in many ways, please enjoy...

If you can't tell this is a customer service help desk.

I'm not even mad...I'm impressed.

Bottom.

Quality.

The world's dorkiest shirt.

PS- we like Rainforests.

So now you know where we get our inspiration for greatness. If you have any other funny pictures from your life, your work, or your existence, please share with us at customerservice@smartfurniture.com

Up in the Eero with Design

2011-05-04T14:06:00.000-07:00

I am in the midst of reading a very interesting fiction novel titled The Rift by Walter J. Williams, which describes the aftermath of an 8.9 earthquake striking the New Madrid fault line which runs from Memphis, TN to Cape Girardeau, MO. One of the most harrowing sequences of the novel is told from the viewpoint of a tour guide who narrates her struggles to rescue the terrified sight seers with whom she is unfortunately trapped at the top of the St. Louis Arch when the earthquake strikes.

I grew up not far from Cape Girardeau, MO and often traveled with my family to St. Louis to visit my great-grandmother. I remember the Arch reflecting the brilliance of the sun as we drove by and loving its sleek, curved and yet seemingly fragile structure. I still marvel at its simple beauty and majestic design. My curiosity spurred by the events described in the book and childhood recollections, I researched additional information about the “Gateway to the West” and was astonished to discover it had been designed by Eero Saarinen, a finnish American architect and industrial designer of the 20th century.

Why was I so astonished? The reason was this designer had also created my favorite table, the Saarinen Dining Table. I love the table’s fluid and flowing form. There are no hard-edges and I am amazed at how it appears to be constructed of one single curving line. Like the Arch, it is also a brilliant creation of simplicity and I can see the sweeping curves of the St. Louis Arch reflected in the pattern made of the table’s underside, column and base. Along with its appealing form, the table’s surface can also be optioned with a plain top or marble. In all honesty, the table is absolutely exquisite and the photographs on our website do not do its beauty justice.

Wanting to know more about the architect, Eero Saarinen, who sculpted these pieces I found some very interesting faq’s about him:

He had a close relationship with fellow students Charles and Ray Eames (yes, of Herman Miller fame), and became good friends with Florence Knoll.

Saarinen was assigned to draw illustrations for bomb disassembly manuals and to provide designs for the Situation Room in the White House.

His other important works include the TWA Flight Center at John F. Kennedy International Airport, and the main terminal of Dulles International Airport near Washington, D.C..

Eero Saarinen’s "Tulip Chair" became the basis of the seating used on the original Star Trek television series.

The Arch memorializes Lewis and Clark’s exploration of the western part of the North American continent as they started out from St. Louis. Courageous like those earlier adventurers, Eero Saarinen ventured forth and became famous for innovative and sculptural forms whether he was designing furniture, airports, or grand monuments. You can still see his vision and art at SmartFurniture.com.

And the Employee of the Month Award Goes to....

2011-04-29T09:50:00.001-07:00

The Green-Eyed Monster?

2011-04-28T08:42:00.000-07:00

One of our customers contacted us because some shelving he ordered arrived in mismatched colors. We were quick to remedy his concern, but we are so lucky to have customers like you that can share in our humor. This was our reply to him:

Greenings Bryan!

It seems we shipped you a color that has since been discontinued and we are simply green around the gills regarding our mistake. We are not a company of greenhorns but we are human and we apologize for our error. The greenbacks you spent with us are much appreciated and I hope you will allow us the green light to go ahead and exchange your shelving. We will be sending you a kit that matches the lighter green kit to exchange the darker olive green shelving you received and will email a return label so the shelving can be sent back to us. So don't worry - you will soon be seeing greener pastures when your replacements arrive and you will be giving us a green thumbs up for how quickly we respond. Your neighbors will be simply green with envy at your new shelving!

Should you have any questions in the green-time, please let us know. With a green from ear-to-ear we are always happy to be of service!

Karen

Our customer shared in our humor...

Hi Karen!

You guys at SmartFurniture are nothing short of awesome! Not only did you manage to solve my problem but now I can't stop laughing and smiling after reading your email that my face is starting to hurt a little! This works out perfectly. I'm so happy with the light green color, that I may very well plan my whole room around it!

Also I just got the return label you sent, so I'll be send back the olive green shelving first thing tomorrow morning. I'm so glad for all of your help, you totally made my day! Yay!!

And our thank you...

Bryan,

Before celebrities vent too much information about themselves on talk shows - they often spend much time in the Green Room before their appearance. You are a star in our eyes and we support your consideration of Going Green and creating your own green room in your home. It will give the saying turning green a whole new meaning! Thank you for being our customer!

Greens and Giggles,
Karen

Come Rain or Shine

2011-04-27T14:35:00.001-07:00

Even in bad weather, we are here for you! Tornadoes touched down in Chattanooga today; but, we did not want to miss your calls and chats. So, we gathered around our ping pong table (aka conference table) to wait it out. Eventually the storm passed, the clouds rolled away and all was well in the world.

5 Things Your Smart Furniture Customer Service Rep Wants You to Know!

2011-04-26T20:35:00.000-07:00

1. We are here for you! Our goal is to make you happy, and we will go to great lengths to ensure that you are. Whether you call us (888-762-7841), email us, live chat or tweet, we will send you a super fast, personalized response (no automated, unfriendly stuff here)

2. We have samples! Deciding between two colors, or ten? Let us help you. We have samples of most of the options we offer, and can have them in your hands within 3-4 days from your request. And once you receive them, the samples are yours to keep.

3. We work on the weekends! We know how difficult it can be to find extra time during the week. That's why we are available to help you all day on Saturdays, and Sundays too.

4. We make returns easy! We want you to be overjoyed with every purchase from SmartFurniture.com, but we know that sometimes things just do not work out. When this happens, call us. We will help you to coordinate the return of your item(s) and make sure that your refund or exchange is handled quickly.

5. We know furniture! Our goal is to provide you with the most accurate, up-to-date product information possible. When you call or email, we can help answer questions about product availability, assembly, sizing, warranty, etc. We like weird questions too. Please try to stump us!

The Sincerest Form of Flattery Is...

2011-04-23T11:02:00.000-07:00

...not imitation. Not even close. See one customer's comments below...

"You are an angel to get back to me when it is getting so late where you are. Thursday is going to be a very exciting day for us! Everyone I have dealt with at Smart Furniture has been so kind and thoughtful. I so appreciate it. I almost feel like I'm part of the family. Thanks again. "
-Joy W. Walterville OR

We at Smart Furniture believe the sincerest form of flattery is when our customers tell us they feel like a part of our family. This tells us a lot about your experience with Smart Furniture. You like doing business with us and we are honored to have you as a relative. Thanks again Joy!

5 Things Your Smart Furniture Customer Service Rep WON’T Tell You!

2011-04-22T14:49:00.000-07:00

5. We’re located outside the U.S. When you call Smart Furniture you will be talking with someone who works in the good ol’ USA - Chattanooga, TN to be exact. We do not outsource our customer service – a real person actually picks up the phone when you call. No infuriating, cold, impersonal answering system here. However, we do have funny southern accents and don’t be surprised if we offer some sweet tea and biscuits & gravy while we chat and visit with you.

4. That’s not my job. You read that correctly. We believe ALL OF IT is our job – taking care of you, our customers, the best way we know how. Now you may get someone in the accounting department answering the phone instead of a CSR or a sales team member, but guaranteed that if they don’t know the answer to your question they will find out for you. Our goal is to provide you with the best customer service you have ever experienced – and that’s everyone’s job here.

3. I don’t care. To us, customer service is relationship building. Shopping online is impersonal but we aim to make your experience with Smart Furniture engaging, genuine and friendly. Often, the only impression one has of the business from which they buy is a brief phone call with them or the tone of an email you receive from them. We understand this and so we try to ensure that every point of contact you have with us (from our website, phone calls, emails, and even the t-shirts we sometimes send to customers) lets you know that you are important to us. We believe the difference between ordinary customer service and extraordinary customer service is that little “extra” – and every one of us at Smart Furniture cares about that!

2. I can’t do anything for you. Should you ever hear this from a customer service rep (words that will never be spoken by any staff member of Smart Furniture) basically what it means is “I don’t care”. (see #3 above). We pride ourselves on being creative and being able to think outside the box – abilities which help us to help you with any customer problem, concern or dilemma you confront us with. We can’t make everyone happy (see our special note to party poopers in our FAQs here) but you can be confident that we will do all we can to find a solution for you.

1. Your satisfaction is not our primary goal. Let’s be honest – there are hundreds, if not thousands, of companies that sell the same products we offer also online. So why should Smart Furniture be different? Because YOU are the difference. We don’t sell products – we offer award winning customer service and our relationship with you is not like other companies. You think it all ends once you get the email notification your order has shipped? Wrong!! We follow-up with you and ask about your experience with Smart Furniture, determine if your delivery went smoothly, send you a customer service inquiry begging for feedback on how we are doing, and sometimes we will call just to chat and say hello and let you know that we have not forgotten you. We want you to be satisfied, we want to exceed your expectations of our capabilities and we want to be the platinum standard of customer service by which you compare all other companies. Your satisfaction IS our primary goal – because we aren’t satisfied and happy until you are. Because you are that important to us.

Coming Up – 5 Things Your Smart Furniture Customer Service Rep Wants You to Know!

What a Returning Customer Has to Say about Smart Furniture Customer Service

2011-04-22T12:37:00.000-07:00

Susan came back to shop with us again last evening. This time, she ordered shelving and a Steelcase Uno chair. Here is what she has to say about our service....

"Smart Furniture has Zappos-grade customer service. And soon I will have another bookcase! One more and I'll be done. With bookcases, anyway."
-Susan T. Gaithersburg MD

More Pats on the Back!

2011-04-22T11:51:00.000-07:00

Thank you all for your speedy and kind assistance with my order! It is clear to me why your team has been said to have "award winning customer service." You are kind, courteous and helpful in ways that companies just are not any more. I purchased one Cubitec system and within a week came back to buy an additional system. You can bet that when I need things in the future, I will look here first!

-D. Parks, Brooklyn NY

Sometimes we like to pat ourselves on the back. Check out these recent kudos from our beloved customers!

2011-04-14T10:17:00.000-07:00

I have to say the service from Smart Furniture is pretty amazing. You guys are totally together. Everyone has been knowledgeable, professional and polite. A winning combo.

-K. Greene; Coatesville PA

Thank you Adam. It is a pleasure to deal with you and your company. The service is excellent!

-M. Mlowkowski; McLean VA

I have just completed your after sales survey and would like to additionally thank Karen Jennings in your customer service team for her outstanding service. Karen was able to provide me with prompt and detailed information and advice on what was a very special purchase for me. I also found Karen to be extremely courteous and genuine in her dealings with me. I would like to thank Karen for her terrific service and support.

-A. Baldrey, NSW Australia

Getting to Know Us - Karen Jennings, CSR

2011-03-30T10:50:00.000-07:00

This pic was taken when I was about 2 or 3 and yes, I do remember by mother placing a blue bowl on my head to cut those bangs. Awesome, huh?

Name: Karen Jennings

Employed with Smart Furniture since: May 2005

Favorite Movie: Favorite Fantasy – Lord of the Rings trilogy, Favorite Comedy - Dirty Rotten Scoundrels; Favorite Sci-Fi – The Terminator epics; Favorite Horror Movie – The Exorcist; Favorite Romantic Movie – Somewhere in Time

Favorite Book: The Bible, Where the Red Fern Grows (it was this book that taught me the power of the written word to elicit emotions) and all works by Stephen King and Robert McCammon.

Favorite Food: Grilled chicken salad at Houston’s Restaurants

Favorite Quote: Many waters cannot quench love; neither can the floods drown it. – Song of Solomon. Favorite Quote #2: I can complain that the roses have thorns or choose to rejoice that the thorns have roses.

Hobbies: Reading, movies, music, puzzles, linear brain teasers, and playing games on the PC.

Likes: Learning something new, kittens and puppies, spending time with family, being able to help people.

Dislikes: close-minded, rude, obnoxious, inconsiderate people. And peas.

If you could meet one person dead or alive, who would it be? And why? Abraham Lincoln – an amazing President. Oh the questions I would ask him!

Vanilla or Chocolate? Neither – Pralines n’ Cream Baskin Robbins

Hamburger or Hotdog? Hamburger

Ketchup or mustard? Ketchup

Paper or plastic? I honestly don’t know – Do I select paper which fosters guilt for the destroyed trees used to make it or the satisfaction it gives that at least it’s biodegradable. But then what about plastic – less expensive to make, easier to hold and carry groceries but will never break down and encourages use of fossil fuels. Such a dilemma.

Favorite soft drink? Caffeine-free Pepsi

What’s on your Bucket List? Riding in a helicopter, hot air balloon, sky-diving, visiting the British Isles, France, making a difference in someone’s life, storing up as many treasure I can in heaven.

If you were a crayon, what color would you be? Lavender or Violet

Any pets? Yes, 3 beautiful fat gorgeous kitties adopted from the Atlanta Humane Society: Claire, Chloe & Katie.

Favorite Sport: Any water sport.

What is most important in life? My relationship with God and my family.

What makes you laugh? Seeing the humor in the mundane, a witty remark, frolicking puppies and the laughter of little children.

What asset do I bring to the Smart Furniture team? Mommy hugs, smiles and 20+ years of customer service. I especially enjoy being able to turn a customer’s frown upside down with a positive attitude, an ability to listen and trying to take that extra step.

How to Wash Dishes in 7 Easy Steps

2011-03-23T16:47:00.000-07:00

...I got what I wanted.

2010-09-20T15:36:00.000-07:00

I can't remember when I had such a pleasurable experience dealing with a sales person. I called up not knowing what I wanted, and Melanie listened to me patiently and asked good questions until I got comfortable enough to make a decision. Throughout the interchange, I felt that the only thing that mattered to her was making sure I got what I wanted, whatever it was, and she was willing to spend whatever time it took. So I ended up paying to ship a monster product 5,000 miles by air freight instead of buying it locally just for the privilege of dealing with her, and it was worth the price.

Cheers

D. Forbes

We're proud of you too Melanie! Thanks for taking such excellent care of our customers.
SF Team

You Can't Slow Natalie Down!

2010-08-26T16:48:00.001-07:00

Thanks, Natalie!
I just placed an order for the Think chair and am so excited! Thank you for all of your help - you are the reason I purchased a chair from Smart Furniture.
I look forward to working with you in the future as I continue to design my home office.
Gina

IT'S CASUAL FRIDAY!!!

2010-07-16T12:17:00.001-07:00

Beyond Impressed...

2010-07-16T12:11:00.001-07:00

"I just wanted to say that I am beyond impressed with the service I've received from Smart Furniture, and this on an item which I had to return! I will absolutely be a return customer when I am ready to order the appropriate shelving for my home design project still underway. Thanks so much, what a great company!"
-Lucille T.

Top 10 Customer Service Factors

2010-07-16T12:07:00.000-07:00

You are successful in customer service when:

1. You’re doing all the listening - you acknowledge when something needs fixing or help early on in the conversation and save time, yours and your customer’s.
2. You are fixing the problem - you connect your customer with someone who can help.
3. You know the value of each customer - and you are aware that positive word of mouth has tremendous value as well.
4. You see customer service as an investment, not a cost - you put the best people in customer-facing positions.
5. You empower your customer service reps - you trust that they will make the decision that is best for your customers.
6. Your whole company is in customer service - you realize that just like everyone is in PR, so are they vested in the customer experience.
7. You keep your brand promises - you know that customer service is one of the few direct ways in which customers experience your brand.
8. Your product is improved on the basis of customer feedback.
9. You are on top of any problems that may arise - you are proactive, open and honest with your customers about products and services.
10. You listen to your customer service reps - they are the customer advocates, the voice of the public inside your organization.
Customer service is your business best bet. It is a critical success factor for long term growth.

-blog from Valerie Maltoni

Customer Service Kudos to Melanie

2010-06-11T13:35:00.000-07:00

"Thanks for helping me yesterday on [the]phone. ... I have to say that your customer service skills are appreciated. There are websites out there that are less than helpful. Customer service people with no skills! [...] My phone call to you changed my mind and gave your company my business.
Thanks!

-Dixie S.

Helpful is our Middle Name

2010-06-09T12:18:00.000-07:00

'I wanted you guys to know that we got the shelves on Friday and I got them installed on Saturday. They are exactly what we wanted and they look awesome. Thank you guys again for being so helpful with the updates on the shipping. We will definately be purchasing more from your company because of people like you."

-Frank C.

The Latest Craze in Ceiling Fans

2010-06-04T16:32:00.000-07:00

Next time they should try the white duct tape.

Happy Happy Joy Joy..from our beloved Customers

2010-06-04T16:20:00.001-07:00

Thanks very much for the extra details and clarifying. I'm consistently impressed by your customer service. Very much looking forward to receiving the chair!

-Nathan C.

And Natalie Does It Yet Again...

2010-03-02T12:29:00.000-08:00

"I just wanted to drop you a note to thank you for your help with the purchase of my new chair. I have been living in it for a couple of weeks.The fabric swatches you sent me were extremely helpful, I am completely satisfied with my color selection. The advice you gave me on choosing the appropriate height adjustment was spot on."

"The "standard" height adjustment selection is perfect for me and most average height users. I have it adjusted based on your recommendations and it is very comfortable (I think I have been adjusting my seat too high for years).The chair arrived well packed a day earlier than expected, it would have been a week earlier if not for the snow storms we experienced."

"My first choice for a task chair is the Eames Aluminum Management (based purely on aesthetics), but this is a nice substitute until I'm ready to upgrade.I'll be sure to contact you for any future needs and recommend SmartFurniture to my friends and colleagues."

-Tracye O., Washington, DE

Feedback From our Family of Furniture Friends

2010-01-20T12:50:00.000-08:00

..., thank you so much. You and your customer service have been the best and easiest to work with, it is truly incredible in this market. [...] It really has been a pleasure dealing with your company.
-S. Hilton, Santa Ana, California

Natalie Continues to Rock It!

2010-01-14T14:37:00.000-08:00

"We were very impressed by your customer service and the speed and efficiency with which you dealt with our orders. The shelves are reasonably priced and well made."

B. B., Washington DC

Way To Go, Melanie!

2009-11-28T11:03:00.000-08:00

The Mirra chairs have just arrived today and we love them! Thanks so much for your assistance. We are 100% satisfied with this purchase.

-Jean H., Pasadena, CA

We Love Serving Our Customers

2009-11-25T10:02:00.000-08:00

"I want to thank you ... for the unsurpassed service .
No where else have I received such prompt replys and a feeling that you genuinely care !
I really appreiciate it '

-R.S. Freeport, NY

Another Happy Customer

2009-11-09T12:43:00.000-08:00

"Thank you so much! I am very excited to get this chair and your website has hands down the easiest to use interface possible. I am sure I will be shopping with you again!"

-C. G., Hallendale, Florida

The wedding was so well camouflaged that only 3 guests were able to find it.

2009-09-30T08:58:00.001-07:00

Alpha to Omega Customer Service

2009-07-30T14:32:00.000-07:00

"Thanks very much. I filled out a survey but it didn't [give] me the best opportunity to describe in it how great the customer service has been, so please know that I really appreciate how quickly and easily the return has been handled and how that gives me a very favorable opinion of your company, which I had never heard of before, so now I will definitely visit your site when I am next looking for furniture." -R.U., Hoboken NJ

Thanks for the kind words, R. We consider it a privilege to be of service to you and your verbal "pat on the back" is greatly appreciated. We strive very hard to be the standard of customer service by which other companies are compared and your comments are a great encouragement for our continued success. We are delighted to hear your experience with us from purchase to conclusion met and even exceeded your expectations. Thank you again for your consideration (past, present and future!) of Smart Furniture. If there is anything else we may be able to do for you, please let us know.

Kindest Regards,
The Smart Furniture Team

2009-07-24T09:20:00.001-07:00

ABC's of Customer Service

2009-07-24T09:16:00.000-07:00

If you want your staff to remember the essentials of customer care, there’s no better way to teach them than with the ABC of Customer Service..

A is for Attention to Detail. Because when customers know you care passionately about the little things, they’ll know you care a great deal more about the big things.
B is for Benefits which is all your customer wants you to tell them.
C is for Complaints, your free marketing service.
D is for Dedicated staff, because when the team is fully engaged, customer loyalty goes up by two-thirds.
E is for Empowerment which means trusting and training your staff to do whatever it takes to thrill the customer.
F is for Feelings. As the Scottish Life advert says: “Make each customer feel like you’ve held the door open whilst laying your jacket across a puddle and then rescued their kitten from a tree.”
G is for Going Out Of Your Way, just like the engineer who took a 50-mile detour on his way home from work just to deliver a phone to a customer who had been waiting all day for it.
H is for Hi-Tech, Hi-Touch, because when things get complicated, that’s when people want the personal touch.
I is for Ichiban, the Japanese word for “wanting to be the best”.
J is for the customer Journey, which you must know every inch of.
K is for Kaizen, another Japanese word which means “continuous improvement”.
L is for Loyalty, which you buy by engaging their minds and piercing their hearts.
M is for Moments of Truth, those hundreds of opportunities every day to turn their heads.
N is for Now For Something Extra, that ends every customer interaction on a high.
O is for Observing your customers’ needs before they know them themselves.
P is for the Pride that staff feel when they know they’re in a valued profession.
Q is for Quality: of product, of service, of manners, of courteousness.
R is for the golden Rule: the customer is always right, even when they’re wrong.
S is for Sincere Smiles, that aren’t false but melt the coldest hearts.
T is for Tact, the one thing your customers will notice but you must pretend not to.
U is for Under promise and Over deliver, the simplest way to make someone’s day.
V is for adding Value because there’s nothing so precious as your time, your care and your attention.
W is for the Wow Factor, when you stop them in their tracks.
X is for eXtraordinary service that is out of this world.
Y is for Your Mum Was Right, because it’s all about respect.
Z is for a good night’s Zzzzz’s after a great day’s work.

Practice these attitudes and skills, and you’ll love your job and your customers will love you.

Speak with a Live Person when you call Smart Furniture! 888-467-6278. smartfurniture.com

2009-07-23T15:55:00.000-07:00

How to Have Fun During the Work Day

2009-07-16T14:59:00.000-07:00

1. Leave the copy machine set to 99 copies, reduce 200%, extra dark, 17 inch paper.
2. Specify that your drive-thru order is "to go".
3. Reply to everything someone says with "That's what YOU think."
4. Practice making fax and modem noises.
5. Highlight irrelevant information in scientific papers and copy them to your boss.
6. Finish all your sentences with the words "in accordance with prophecy."
7. Disassemble your pen and "accidentally" flip the ink cartridge across the room.
8. Staple papers in the middle of the page.
9. Try playing the William Tell Overture by tapping the bottom of your chin. When nearly done, announce, "No, wait, I messed it up," and repeat.
10. While making presentations, occasionally bob your head like a parakeet.
11. Ask your co-workers mysterious questions and then scribble their answers in a notebook and mutter something about "psychological profiles."

Happy Customers from Beginning to End

2009-07-02T15:10:00.000-07:00

"May I say that from placing my original order to arranging for the return, it has been a pleasure working with Smart Furniture. I will definitely recommend your company to my friends."

-J.H., NY, NY

Customer Service Kudos...

2009-06-24T10:17:00.000-07:00

"Smart Furniture, by far, is the best furniture shopping experience i've ever had, either in person at a store or by telephone or by internet. The end tables are beautiful. They arrived in perfect condition and were not difficult to assemble."

"Karen Jennings, without question made our experience extraordinary. She was such a pleasure to deal with in every aspect of our order." -A.F., Ledgewood NJ

"everything is good"

No Automated Customer Service Here!

2009-06-10T12:13:00.000-07:00

"It was good to be able to talk to a real person on the phone before ordering. Will order again"

-another happy customer, USA

A Perfect Shopping Experience

2009-06-03T16:19:00.000-07:00

"I have shopped with Smart Furniture before and knew that it would be pretty much a perfect shopping experience. Completely true again."

-KG, Brooklyn NY

More Feedback From Delighted Customers

2009-05-14T13:00:00.000-07:00

"Very user friendly website. I had questions and was able to go to chat with a rep, who was extremely helpful. Also my purchase arrived quickly and was exactly as I thought it would be! Best experience I have had in a very long time. Thank you so much, it was a pleasure doing business with you."

"Your staff are very helpful and patient. The shelving units are just great! Thank you so much ... These are great, flexible units-- I loved playing with the custom design feature."

"Quite possibly the best company I've dealt with in terms of service, design and ease of use."

The FISH Philosphy of Customer Service

2009-05-10T10:28:00.000-07:00

Be There is being emotionally present for people. It’s a powerful message of respect that improves communication and strengthens relationships.

Play taps into your natural way of being creative, enthusiastic and having fun. Play is the spirit that drives the curious mind, as in “Let’s play with that idea!” It’s a mindset you can bring to everything you do.

Make Their Day is finding simple ways to serve or delight people in a meaningful, memorable way. It’s about contributing to someone else’s life, not because you want something out of it, but because that’s the person you want to be.

Choose Your Attitude means taking responsibility for how you respond to what life throws at you. Once you are aware that your choice impacts everyone around you, you can ask yourself, “Is my attitude helping my team or my customers? Is it helping me to be the person I want to be?”

Smart Furniture Cares for the Community

2009-05-07T10:31:00.000-07:00

Two of our beloved customers, J. & M. Gordon, suffered a house fire recently. With all their troubles and concerns they still managed to find time to write to us...

"Thank you so much for your thoughtfulness through the difficult time of our house fire. My husband, myself, and three dogs just moved into a travel tailer on our property, so the $50 Target gift card was a huge help. We were able to buy many simple needed necessities. We cannot thank you enough for your gratitude."

J & M: We wish only the best for your family and hope this ordeal brings you closer together. If there is anything we can do for you, please let us know. We are always happy to help.

-The Smart Furniture Team

Natalie Does It Again!

2009-04-22T15:02:00.000-07:00

"Just wanted to tell you that Natalie provides the world class service you mention on your website. I was unable to place an order on the website, and Natalie called me to facilitate the order. Great Job!!"
-A. S., Cary IL

There are no problem customers - only customers with problems

2009-04-10T12:47:00.000-07:00

"Thanks for your follow-up and addressing the problem expediently. I appreciate that. I’ll give smartfurniture.com a very good review. My experience with your company has thus far been a pleasant one."

-KH, Malaysia

More Happy Customers!

2009-04-09T15:18:00.000-07:00

"I am really impressed with your company and I absolutely love the bookshelf. I will definitely tell my friends about Smart Furniture."
-Assistant Professor, NC

"Once again, your friendly help and excellent service is much appreciated. I have already told several people I know about Smart Furniture..."
-L.G., Portland, OR

Great Work Natalie

2009-04-09T15:10:00.000-07:00

From Customer Michael S

I just wanted to send you a note of thanks for the excellent planning, patience, and outcome of the bookcase system I recently purchased from SmartFurniture. You were really wonderful to work with and made my buying experience such a pleasant one. I make almost all my purchases on the Net and I've had plenty of less fortunate experiences.

The high quality of the product--but mostly your extremely considerate customer service guarantees for me that I'll be getting back to you when I'm ready to complete my
home-office.

By the way, the unit looks fantastic and it's such an elegant contemporary solution to the use of space. I really love the way it uses the entire staircase wall. I didn't have my camera with me but when I'm there next, I'll take a pic and email it to you.

Again, thanks for your help, friendliness, and expertise.

Paul Springer: Customer Service Hero

2009-03-22T12:47:00.000-07:00

Great work Paul!

"I just purchased a Herman Miller Cognita bench from you guys, and I wanted to commend Paul's fantastic customer service. I chatted and emailed back and forth with him all afternoon -- it was a pleasant and very useful surprise that he was actually in your showroom. His advice was practical and informed and he was extremely helpful. I would not have made the purchase without his service -- it was a deal-maker for me. Furthermore, Paul has made a loyal customer of me, and I will make my next furniture purchase from you guys, and I will seek out Paul specifically for help."

--Jacob in NY

Flaunting It: Chat Now with Real People in Chattanooga, TN

2009-03-22T12:39:00.000-07:00

From Jacob in NY:
"Since the 'chat with a salesperson' button goes to actual guys in your sales-room, flaunt it!

I was so surprised! I expected to get someone in India who was going to be nothing more than a human interface to your inventory system.

Worry Free 365 Day Returns

2009-03-16T13:47:00.000-07:00

Like you, we shop online, sometimes we like what we buy--sometimes we don't. When we don't like what we buy, we want to return it. And--we do not want to go through some major ordeal to get our money back.

Many of us have been fans of Zappos.com for some time. Not only do they have every shoe you could imagine, they also are great to work with. They make it really easy for you to return stuff if you don't want.

As we started thinking about how to provide the best service we can--we realized that buying furniture is a big deal, and our customers could be a little reluctant to buy online because they are concerned that it may be difficult to return stuff if they don't like it. It is real important to us that our customers feel safe when buying online and do not worry about return shipping, restocking fees and HASSLE.

We have decided that our customers should not have to worry about these things when buying from SmartFurniture.com. So, what Zappos.com has done for shoes, we can do for furniture. The result is our Worry Free 365 Day Return Policy:

You can always feel confident in your purchase from Smart Furniture. If, for any reason, you aren't completely satisfied with any products in your order, you may simply return it within 365 days from the original date of purchase.

Smart Furniture will refund the entire amount of any products returned (including any original shipping costs) and will also cover the shipping costs incurred to ship the product back, ensuring that your experience is as hassle-free as possible.

With our 365 day return policy, there are no special catches or exceptions. All we ask is that you send the items back to us in the original packaging, and make sure that the merchandise is in the same condition as you received it.

You can return your purchase for up to 365 days from the purchase date.
Products must be in the condition you received them and in the boxes or packaging.
Return shipping is absolutely FREE.
We will arrange pick-up via Fed Ex or the appropriate freight carrier for larger items
Call or email us at customerservice@smartfurniture.com if you have any questions about our return policies.
Once your return is received and inspected by our warehouse staff (usually within 72 hours of receipt), we will process your refund and automatically apply a credit to your credit card or original method of payment within 7 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.

*Please note that this policy excludes products shipped outside the continental United States.

Let us know what you think--email us at customerservice@smartfurniture.com.

Star Trek Meets Kiss

2009-03-12T16:15:00.001-07:00

What are the Core Behaviors that Customer Service Personnel Exemplify?

2009-03-12T15:51:00.000-07:00

Eager to solve customer's concerns with a positive attitude.
They take a long term view of customer relations.
They try to do at least one extra thing that customers don't expect but nonetheless appreciate.
They value their customer's time, knowing it has cash value as well as recreational value.They always apply the essentials of service. Customers should feel they are being treated with respect and their business is appreciated. So when a customer enters a business, in person or via the telephone, they should be greeted in an upbeat manner that tells them they are truly welcome. As they leave, they should be thanked for their business.
Customers should emerge from service encounters with the perception they have been treated exceptionally well.

World-Class Customer Service

2009-03-12T13:27:00.000-07:00

World-Class Customer Service

Originally published at http://www.smartfurniture.com/whitepapers/customerservice.html

Our Mission is to treat every customer in every situation the way we would want to be treated if our roles were reversed. We recognize that this is the highest possible standard of service, and it can only be achieved if every single one of us governs ourselves according to this principle while always striving to do the right thing. (read testimonials)

Need to get in touch with us? Call 888-467-6278 to speak with a representative or make a request to be contacted.

The Golden Rule of Customer Service

Simply stated, the Golden Rule of Customer Service requires that everyone at Smart Furniture treat every customer the way they want to be treated when they are customers.

We should strive to show the kind of courtesy, competence, integrity, responsiveness and respect that each of us would like to be shown.
This policy should affect virtually every aspect of our business. It began with the founder putting a business phone by his bed every night to answer anytime a customer called, because he would want (though maybe not expect) the same.
Another example of the Golden Rule is our Lifetime Warranty on the quality of Smart Furniture manufactured products. Rather than qualifying this warranty with pages and pages of fine print, we simply state that if any Smart Furniture manufactured product gets damaged, we will replace it for free (that's really it).
There are countless other examples of how this policy impacts our relationship with our customers. From having a human being actually answering the phone when a customer calls to developing packaging that makes it simple for anyone to carry and unpack, the Golden Rule of Customer Service should be a source of pride for our team and hopefully will encourage our customers to think of us a little different than our competition.

Everyone at Smart Furniture, regardless of job title, is responsible for providing customer service, and customer service is inherent in all that we do.

From the first prototypes of the Signature Smart Furniture product which were designed to be tool-free and customizable to fit the customers' needs, our company is built around providing customers with solutions that satisfy their needs and make their lives easier.
Whether it is reconfiguring products that our customers have designed themselves so that the customers will save money or spending hours on the phone with multiple freight companies to ensure that we fulfill our commitment to deliver our products in time for an important tradeshow or store opening, we will go beyond ordinary customer service to provide service that is truly extraordinary.
Such a customer service ethic applies internally too. Each of us is here to help our other team members do their jobs. We should provide the same level of service to team members as we do customers.

We will always strive to do the right thing in every situation.

Our young company can't claim to have any particular expertise in ''doing the right thing.'' Sometimes we don't even know what the ''right'' thing is. And sometimes, even when we do, it requires such sacrifice that an easier or more instantly ''rewarding'' choice is tempting.
''Doing the right thing'' is certainly not about ''rewards.'' With that said, trying our best to do the right thing has yielded a potent long-term benefit to our culture. It comes down to one word: Trust. Obviously, earning the trust of customers and vendors is important. But first, we realize that the members of our team must trust each other, up and down and across the organization, from the office, to the showroom to the warehouse.
That may sound like a small thing, but its effects have been powerful here at Smart Furniture. Trust has opened the door to a kind of diversity, freedom, and candor that none of us has experienced before in other workplaces. People volunteer when they don't understand something or make a mistake, or have an idea that may sound silly, because they trust each other, and they trust that we're all trying to improve, all the time, all together.
It gives a greater meaning to our professional and personal pursuits. Professionally, of course, we want to help our customers and our fellow team members. Those customers and that team must trust that the folks at Smart Furniture will do their able best to do the right thing. That trust has a tendency to remove barriers - barriers to discussion, to self-improvement, and even, frankly, to sales.
On a more personal and ultimately more important level, we can't control every aspect of our company's success; we cancontrol how we conduct ourselves individually, and as a team, toward others, because it matters.
Even if Smart Furniture is around for 100 years, even though our business mission is very important to us, most of us will not spend our whole lives working here. But however long we are here, and whatever we accomplish, when we're done, the more meaningful measure of our legacy - of our effect on the people we worked with and served - will not be what we did, but how we did it.